Alerts Manager User Guide

Alerts allow you to provide customers with better service and responsiveness. 


This is done with notifications you receive about unproductive behavior of calls, queues, and agents that are triggered based on predefined rules you create.


Alerts can be viewed on the top right corner of the Live Dashboard.

 



What you see here are alerts that have been triggered. You only see the latest three, but you can click View all to see more alerts. 


The alerts themselves are defined in the Alerts Manager. Begin by selecting Alerts Manager from the Menu.

 

 


The manager has two tabs. By default it will initially display the Alerts tab. Here you see a list of all the available Alerts  - that is the predefined rules (not the notifications that results from them.) You can search the list by clicking on the magnifying glass icon and you can create new alerts by clicking the plus icon on the bottom right corner.

 

There are three icons next to each alert:


  • Is the alert Active? - Click the bell icon to toggle the Alert between Green=active or Red=Inactive.

  • Edit - click the gear icon to edit all the settings for the alert.

  • Delete - click the trashcan icon to delete the alert. You will be asked to confirm the deletion. If you are not sure about deleting an alert, it’s better to deactivate it instead of deleting it. 
If you click on the Alerts History tab you will see a list of the Alerts that were triggered, just like the ones you can see in the Live Dashboard - that is the notifications that occur from the predefined rules you set in the Alerts tab.

 



Adding or editing alerts

 

As mentioned, you click the Plus icon to create a new alert or the Gear icon to edit an existing alert. Both selections wiill display a window with exactly the same settings so we will cover them together (obviously an existing alert will have its settings already filled and selected, while a new one will be blank.)




The first setting is Alert Type. There are five types - Call waiting, No Agents logged in, Call overflow, Agent missed call, and Agent logged out.


We will cover this shortly in more details, since each type brings up its own relevant settings. So first lets examine the settings that always appear in this window, regardless of type:


  • Name - Give the alert a name to differentiate it from other alerts with similar function.

  • Description - Describe here the function of the alert or what triggers it. For example you can say “Tech support queue, hold time over 5 minutes.

  • Start Time / End Time - What time of the day the alert begin and stop functioning. For example maybe there is a really heavy call volume between 6PM-8PM that requires your attention.

  • Days of week - Similarly if certain days of the week are very busy you will want to define them here and address them with a relevant alert.

    After adding a day, click on the empty space in the field to add another one. Click on the small "x" next to a day to remove it.




  • Email - You can have alerts sent to an email address you can specify here. Click the plus icon to add as many email addresses as you wish.

  • Enabled - Is the alert active or inactive?

Alert types

Call waiting

This alert is triggered if any call has not been answered for a certain amount of minutes in one or more queues.


The extra settings here are:

  • The duration in minutes that a call has been waiting to be answered.

  • The queue(s) this alert applies for.



Click in empty space in the Queues field to add more queues. If you change your mind after selecting a queue, you can click the small "x" next to its name to remove it. 




No Agents logged in


This alert is triggered if a one or more queues does not have any agents logged into it (you do not want to send calls to a queue that is completely unattended, right?)


The extra setting here is:


  • The queue(s) this alert applies for.



Call overflow

This alert is an indication of a heavy call volume. It is triggered if a queue has reached a certain number of calls, both answered by agents and those that are waiting to be answered.


The extra settings here are:

  • The total number in the queue(s) (answered and unanswered) that will trigger the alert.

  • The queue(s) this alert applies for.

 



Agent missed call


This alert is an indication of agent that is unavailable to answer calls (maybe he is not present in the office or caught in a long conversation with a customer) and therefore should probably be logged out of queue as to allow other agents in the queue to receive calls instead of him.

 

The extra settings here are:

  • The number of calls missed by any agent before the alert is triggered.

  • The agent(s) this alert applies for.




Agent logged out

Rather self explanatory. This alert is triggered when one of more agents are logged out, therefore unavailable to receive calls. In this case you may want to log them in (see our handy FAQ about how to do that), or chat with them to find out why they have logged out.

 

The extra settings here are:

 

  • The duration in minutes any agent selected has been logged out before the alert is triggered.

  • The agent(s) this alert applies for.


  

The idea with alerts is to create them based on multiple scenarios. For example you can create an alert with an overflow of 20 for one queue and overflow of 50 for another, knowing the later has more agents attending it. Or you can create an alert for one agent missing 10 calls and another alert for another agent missing 5 calls, knowing their ability to handle calls differ.

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